Hasn't returned retainer
I rented a Regus office from Feb - Jul this year and paid all of my invoices on time. I gave Regus their contractual notice when exiting my contract and left on good terms.
I filled out the form to release my retainer and handed my key back to the reception as was required to obtain my retainer balance back.
I have still to receive my retainer balance and I am not getting any information on what has happened. Instead, I am getting generic emails saying that the issue is being investigated, with some emails being identical to others that have been received in September.
Nobody in the Regus team has given me an answer on why this issue has occurred and when I should expect to see my deposit returned to me. Responses from Regus have been slow (ticket ending 920 was logged on 13/09 and responded to on 21/09, only to say that the issue was being investigated).
So far, the deposit is 27 days overdue and I have not received any information that gives me assurance that it will be paid back to me. I have contacted Regus directly, several times, and have only received information saying that the issue is being looked at. I first reported the issue with Regus in early Sept and nothing substantial has been done to remedy the issue.
I find it bizarre that I have to constantly email and follow-up in order to get my deposit back.
Reply from Regus - Lisbon Avenida da Republica
Hi Hugh, I’m sorry you felt the need to escalate this again.
We acknowledge your retainer refund has exceeded the 30-day timeline that we usually expect. I apologise for this delay and assure you we’re doing are utmost to expedite the refund.
Rest assured we are working on your request, we are in the process of assisting you with this and I’m sorry if the speed of our replies has not met your expectations.
My team member remains in contact with you and we’re working hard to get this resolved for you.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus